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Junior Service Delivery Manager
Clearstream Fund Centre S.A., Cork Branch • Cork
Who we are
Deutsche Börse Group is one of the world’s leading exchange organisations and an innovative market infrastructure provider. With our products and services, we ensure that capital markets are fair, transparent, reliable, and stable. Together, we develop state-of-the-art IT solutions and offer our IT systems all over the world.
Within the Deutsche Börse Group, Clearstream is an international central securities depository (ICSD). It provides post-trade infrastructure and securities services for the international market and 59 domestic markets worldwide, with customers in 110 countries.
Cork
Your career at Deutsche Börse Group
Your Area of Work
The Service Delivery Manager is accountable for the day to day delivery of services to our clients.
They will monitor on a weekly basis all cases requests coming from Clients; they will act on a daily
basis as the single point of contact for service-related queries where prioritisation and/or
escalations, outside of the normal day to day transaction level of interactions, are happening.
The SDM is responsible for ensuring all cases are being managed according to the service level
agreement and provide the Production team and other internal teams with the relevant guidance
and support to manage potential delays in our client escalations. They are responsible for building a
relationship of trust with our clients.
Your Responsibilities
- Monitor and manage all assigned client queues ensuring service level agreement adherence
- Provide daily, weekly and monthly rhythm of business with assigned clients
- Provide clients with golden source metrics usage data for monthly and quarterly service reviews
- Manage all clients’ escalations and incidents to full recovery and provide regular update communication
- Monitor and coordinate Clients’ Incident Reports completion till final submission and ensure respect of SLA for delivery
- Own agreed service improvement plans and reporting
- Own Clients’ projects including big or small events and onboarding/offboarding projects
- Provide and/or Organize training and support to clients to ensure adherence to Kneip process and procedures
- Participate to all assigned training
- Act and work in compliance with all internal rules and policies
Key interlocutors
- Kneip clients: first point of contact for service request outside BAU and requiring prioritisation and/or escalation
- Account Management Team: to be aligned and ensure a proper follow-up of our clients
- Client Service team Managers: key contact in order to solve the client’s query
- Product Owner: key contact in order to solve the client’s query
- IT Engineering: key contact in order to solve the client’s query
Your Profile
- At least a first experience working in a similar role and services provider
- Fluency in English and/or French - German would be considered as an asset
- Communication skills
- Problem solving oriented
- Teamwork
- Relationship management
- Challenge management
- Project management
Why Deutsche Börse Group?
We are committed to providing a work environment where everyone feels welcome and can reach their full potential. Our standards go far beyond simply matching candidates with the right position.
Mobility
We enable you to move freely with our job tickets, job (e-)bikes and free parking opportunities.
Work environment
Collaboration, communication, or deep focus – in our modern office buildings you will find the perfect work environment. Free drinks and food and meal allowances included.
Health and wellbeing
We care for your health and wellbeing and besides various health promotion measures we offer you a group accident insurance and additional insurance offers at discounted rates.
Financial stability
We provide financial stability by offering attractive salaries, company pension schemes, participation in our Group Share Plan, as well as bonuses, subsidies and discounts.
Hybrid work
Collaborate and exchange on-site or work remotely several days a week in line with business needs and local regulations. Our hybrid working model combines the best of both worlds.
Flexible working hours
We want your job to fit your life situation and offer flexible working time models, childcare allowance, or the possibility to study alongside your job.
Internationality
Our market infrastructures are globally connected. Working with us means collaborating with like-minded colleagues across over 60 locations from more than 100 nations.
Development
We promote individual development by offering internal development programmes, mentoring, further education and training budgets.
Contact
Recruiting Team
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